it customer service technician

$35,360 - $41,600/Yr

Unclassified - Pittsburgh, PA

Full-time - Entry Level

Pittsburgh, PA

About the position

The IT Customer Service Technician will play a crucial role in providing first-level technical support at a university's tech hub. This position involves delivering exceptional customer service through various communication channels, including phone, email, chat, and in-person interactions. The technician will spend 70% of their time on service desk responsibilities, such as Tier 1 support and password resets, and 30% on store operations. The ideal candidate should have a strong background in technical support and excellent communication skills, with a focus on customer satisfaction.

Responsibilities

• Provide first-level technical support through phone, email, online chat, and walk-in interactions.
• Handle Tier 1 support tasks, including a significant number of password resets.
• Act as a liaison between Tier 1 and Level 2 support.
• Address account administration, network troubleshooting, platform support, and software applications.
• Monitor, track, and resolve customer issues to ensure high levels of customer satisfaction.
• Document all work via a ticketing system.
• Develop self-help materials and manage documentation and knowledge base under supervisor direction.

Requirements

• Bachelor's degree in Information Systems or a related field.
• 1+ years of technical support experience.
• Excellent communication skills with a proactive, customer-focused attitude.

Nice-to-haves

• Experience with ITSM tools
• Familiarity with Office365
• Knowledge of Windows OS
• Experience with VPN
• Understanding of laptop/desktop hardware
• Experience with mobile devices
• Knowledge of LAN/WAN
• Familiarity with Video Conferencing solutions
• Experience with IAM platforms

Benefits

• Health insurance
• 401K contribution
• Incentive and recognition program